Business Service Analytics

Business Service Analytics Modelovanie Služieb v CA Spectrum Service Assurance Roman Tuchyňa, CSA

agenda Dôvody ku Service Assurance CA Service Assurance Riešenie Infrastructure Management Application Performance Management Business Service Analytics Business Service Analytics CA Spectrum Service Assurance Vizualizácia a modelovanie služieb Monitoring rizík, dopadov a kvality prevádzkovani služieb, RCA Zabezpečenie prevádzky služieb, SLA reporting 2

Business Service Analytics ask yourself How often does your help desk get calls before IT knows there is a problem and how to fix it? How much time does operations spend fixing problems versus adding value? How much revenue, customer good will or productivity was lost last year while IT was troubleshooting? What is your process for pinpointing a problem that is affecting users or preventing problems from affecting users? How do you visualize services so you can make informed investment and operational decisions based on their status and risks? 3

Business Service Analytics do you know what is impacting your services? Little Issues Add Up 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 SLA Compliance Web Server Systems 99% 99% Mainframe Database Network Application And who is measuring the real user experience and managing the whole service 99.999% 99.9% 99.99% 99.9% End-User Service? Unavailable or Slow Available, Performing as Expected 4

Business Service Analytics how fast can you fix problems? can you measure & mitigate risks? SAP Payroll Voice estore Email CRM Client Systems Applications Databases Systems Storage Networks 5

6 The CA Service Assurance Solution

Building the Service Assurance Solution INFRASTRUCTURE APPLICATIONS SERVICES COMPONENTS networks (data & voice) systems (physical & virtual) databases environmental web portals & app servers JEE,.NET & back-end client/server TCP/IP unified communications end-to-end service models top-to-bottom infrastructure mapping SLA management PIVOTAL INSIGHTS fault, configuration, performance & flow analysis end user experience, application and transaction visibility infrastructure impact on service quality, risk & performance Dramatically simplifies IT management by linking applications, services and transactions to the underlying infrastructure 7

Right Information, Right People, Real-Time Business Service Analytics Executives and Operations IT Execs and Managers LOB and SLA Owners Operations Understand health, risk and performance of services Infrastructure Domain Experts Applications Owners Support Performance and triage across and into technology silos Performance and triage for business transactions and applications 8

Business Service Analytics CA Spectrum Service Assurance (SSA) Product & Integrations 9

CA Business Service Analytics Provides the Answers understand infrastructure impact on quality End-to-End Service Visibility Business Service Quality, Risk, Impact and Root Cause Analysis Business Service Assurance and SLA Reporting Build real-time, end-to-end service models including data from both CA & 3rd party IT tools Focus operations staff actions according to business priorities Show how IT is aligned with the business, enable continuous improvement, make more informed IT CAPEX/OPEX decisions 10

End-to-End Service Visibility open integration, intelligent modeling & real-time service model Service Management Application Performance Management CMDBf Other Data Sources Business Service Dashboard Model CMDBf R/T SM Automation Infrastructure Management Integration Platform Application Performance Management 11

Business Service Quality, Impact, Risk & Root Case Analysis service operations console Imported Components for Service Models Service 1 1 Transactions Service Topology: real-time model, component relationships & impact Systems Databases Switches Component Detail: status, severity, impact & root cause Operations support & domain experts across all silos: share the same view of service impact risk & root cause drill down from here to domain management tools to fix problems eliminate unnecessary triage, speed MTTR & work more cooperatively across silos proactively mitigate risk & prevent problems from escalating & noticeably impacting services 12 Copyright 2010 CA. All rights reserved.

Business Service Quality, Impact, Risk & Root Case Analysis understand infrastructure impact on services Service 1 1 Transactions Servers Databases Switches Outcomes: identify infrastructure impact on service understand root cause of infrastructure problem understand who is impacted quickly remediate and restore service quality 13 CA Business Service Analytics Overview

Business Service Quality, Impact, Risk & Root Case Analysis Transactions understand infrastructure risk to services Service 1 1 Transactions Servers Databases Switches Outcomes: understand risk to service quality see infrastructure status & trends fix problems before users are impacted 14

Business Service Quality, Impact, Risk & Root Case Analysis understand application impact and risk to services Transactions 1 1 Service Network App Server Databases Outcomes: understand when service is impacted by the application or infrastructure know which transactions & users are impacted Servers see application-stack root cause & quickly restore service quality spot transaction performance/sla trends & mitigate risks 15 Copyright 2010 CA. All rights reserved.

Business Service Quality, Impact, Risk & Root Cause Analysis multidimensional situation awareness Mainframe 1 1 Switches Workload Servers Integration with other CA and third-party data sources: mainframe & distributed workload management change & configuration management automation & cloud management systems security management 16

Business Service Assurance and SLA Reporting real-time service dashboard Business services listed according to: Business Importance Quality level SLA Health Quality Risk Availability Real-time Service Status Indicators Risk to quality Historical Service Status Details Understand status of your key services: strategically & proactively focus on the business focus staff on the most critical services -- especially at critical times during the business cycle & according to SLA status know who is addressing problems & risk improve IT & LOB communication & strategic planning 17 Copyright 2010 CA. All rights reserved.

Business Service Assurance and SLA Reporting real-time service dashboard Business data related to services Service desk data related to services 18

Business Service Assurance and SLA Reporting historical service and SLA reports Quality Risk Availability Health (indexed values) Summary Top 10 Degraded High Risk Low Quality Service-affecting IT Assets 19

Service and SLA Reports You see which IT assets are persistent source of problems for each particular business service Network switch Server or mainframe Back-end database Based on priority of business services impacted you can: accurately justify hardware upgrades and replacements deliberately plan and execute continuous improvements Transaction associated with a specific application ad business process 20

Service and SLA Reports See which technology domains are problematic for each business service and why and how they impact SLAs Based on business service quality problems and improvements you can: manage operations support staff according to business priorities reward domain experts based on continuous improvements accurately justify hiring specific domain experts 21

CA Business Service Analytics what does CA Technologies make possible? Ability to know the performance of your business services from the end-users perspective Enables Operations to know when the most important services have problems and what is being done to fix them Enables Operations to do the right things to mitigate risks and better prevent services from being impacted Make more informed CAPEX and OPEX decisions based on the reality and risks of your business services Demonstrate that your protecting and improving the services that drive revenue and competitive advantage 22

CA Spectrum Service Assurance what the analysts say Enterprise Management Associates Value Leader Award BSM a jumpstart ahead of most of its competitors.a true, model-based BSM dashboard the tip of the wedge for introducing CA s Unified Service Model and Catalyst integration architecture more broadly. CA adds to this strong infrastructure, application and user experience monitoring, as well as world class SLA contract management. CA can deliver comparatively fast time-to-value for a platform-level solution especially when CA monitoring solutions (Spectrum, Wily, ehealth, etc.) are already in deployment. * Enterprise Management Associates: EMA Radar For Business Service Management (BSM) June 2010 Author: Dennis Drogseth 23

CA Spectrum Service Assurance what the analysts say Enterprise Management Associates Impact Brief CA Spectrum Service Assurance Bridges Service Management Gap delivers some truly unique and innovative features. Says offers real hope for beleaguered IT organizations that are trying to bring together the pieces to build an integrated service management story. CA is bringing an open approach to the table, with a plan for connectors and a heritage that brings a deep understanding of infrastructure management to bear, along with solid experience with CMDB and service desk. * Enterprise Management Associates: Impact Brief, CA Spectrum Service Assurance Bridges Service Management Gap April 2009 Author: Jim Frey 24

CA Spectrum Service Assurance what the analysts say Ptak, Noel & Associates Gives Spectrum Service Assurance High Marks SSA s new analytical capabilities, fuelled by simplified integration and displayed in a web accessible dashboard, means that although different IT staff use specialized management software to perform their tasks, they can all work from a shared, common view of the critical business services supported by varied infrastructure. thereby allowing IT organizations to work smarter and be more effective in Guaranteeing high quality services without adding staff. simplified service modeling and policy creation capabilities and its pre-built Integration modules (which share the context and analysis captured within the service model across multiple tools) allow IT organizations to advance their service management maturity more rapidly and cost effectively. 25 * Ptak, Noel & Associates LLC: Spectrum Service Assurance Commentary April 2009 Author:: Jasmine Noel

CA Spectrum Service Assurance what the analysts say Ovum Butler Group Technology Audit of CA Spectrum Service Assurance delivers a business-service-centric view of IT management, and its capabilities can bring about improvements in the quality of delivered IT services, while at the same time helping offset the associated risks. directly addresses the problem of multiple domain management tools that deliver large volumes of non-normalized, non-correlated data, where the tasks of root-cause analysis and impact analysis are inherently difficult because of what can be termed Event blindness.. can provide an end-to-end view of the IT infrastructure, importantly from the business, not just IT, perspective. *Ovum Butler Group, Technology Audit: CA Spectrum Service Assurance January 2010, Authors: Stephen Mann and Balachandar Ganesh 26

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